Symbio Energy late final bill automatic compensation

razord

Hello everyone,

After some advice on Symbio. I left them on the 23rd November. After 7.5 weeks without a final bill (I figured i'd allow an extra week for Christmas) they still hadn't billed, so I emailed them a complaint stating I was missing this final bill and noted the requirement for a £30 automatic compensation credit as required by OFGEM.

Within 2 days, they issued the final bill, but then stopped responding to emails when I asked how the £30 credit would be received. I called them today to push this, and was told they'd need to escalate it. The guy just called me back and laughably asked me if i'd consider letting them off the £30 as they've been understaffed and so busy with working from home and internet issues... then asked if i'd reduce that amount as a "gesture of goodwill" to them as they did supply my energy at cheap prices...

So my questions are:
1) Symbio didn't acknowledge this as a complaint with a reference number... this makes me worried that I won't get a deadlock letter etc if they continue to refuse, so can't take it on to the ombudsman? Do i need to push for that?
2) Should I pay the final bill issued (~£44) and seek a refund? That feels brave considering the call where they've tried to get out of this refund, but I'm aware they have provided services that need to be paid for, but obviously if they apply the £30 that final bill it will only be £14.

Thanks!

rp1974

Point 1,maybe keep pushing,or Point 2 get in touch and receive written confirmation that you will waive the £30 compensation if you can settle your account for the claimed £14,if that's accurate.
The simpler things can be kept with Symbio the better given their regular inability to read,write,or count properly.
Also the Covid excuses smacks of desperation tbh.

razord

rp1974 said:

Point 1,maybe keep pushing,or Point 2 get in touch and receive written confirmation that you will waive the £30 compensation if you can settle your account for the claimed £14,if that's accurate.
The simpler things can be kept with Symbio the better given their regular inability to read,write,or count properly.
Also the Covid excuses smacks of desperation tbh.

Yeh - I couldn't really believe that call happened. Never had a company ask me for a gesture of goodwill as a consumer to waive my rights...
The issue is the bill is currently £44 (They actually re-setup a cancelled direct debit without my authorisation to try and take that final bill money based on the details I provided when I joined earlier in 2020) - and so that is the current outstanding balance. I know it's up the supplier to determine how they want to refund me the £30, so I don't think I have a right to claim it be applied as account credit, and so probably should just pay the £44 and pursue the £30 as a refund?
I'm just nervous that trying to get an account credit feels significantly easier of a taste than trying to make them actually send me money in 8 weeks time if this has to go to the ombudsman

Gerry1

I'd just cancel the DD and send them a cheque for £14 as full and final settlement, explaining that this takes into account the £30 compensation due to you but not received.

matelodave

TBH you stand more chance of getting yourself on the next Apollo mission to the moon than you will getting any sort or sense out of Symbio, let alone £30 for failing to do what they are supposed to do.
However I'd take Gerry's advice, cancel the DD so they cant just take it but when you send the cheque with a full explanation of why that's all they are getting make sure you send it by recorded/signed for delivery so you've got proof that they received it (and keep a very careful eye on your bank account)

bubieyehyeh

They were late with my bill and I emailed them similarly. They didn't reply to email, just generated final bill, but only paid back my credit, not any compensation, that has now increased to £60. They have not replied to any followup emails so I expect I'll be going to the ombudsmen when 8 weeks is up. Which might get OFGEM to notice their breaches of their licence requirements if enough people go to the ombudsmen.

razord

Had a phone call just now offering me "the best they can do" compensation of £15.
Asked them to issue this as a deadlock letter - they've had to go and check the complaints procedure for how to do that...
I suspect i'm more likely to have to wait for the 8 weeks to expire than actually get that letter at this point.

SPOWER

Hi.  I have similar situation with them.  Left in October.  Reminded them a week before 6 weeks was up, that they would have to pay £30 if they don;t produce a final bill.  They did that within a few days.  So, since mid November they knew they owed me over £100.  Still waiting for it.  In December they emailed me and about 30 other customers in a reply meant for 1 customer.  I replied saying I want my £30 + £30 compensation for late refund.  A senior advisor replied saying they will give me my refund plus £10.  I should have had that weeks ago.  Still no refund or £10.  So I went to Ombudsman service.  I have told them I want my refund plus £60, plus £40. Just before I opened complaint with Ombudsman, I called 1 last time and the operative told me he can see a refund is due since 19th December but it is with "senior management" waiting to authorise.

matelodave

I'm of the opinion that they hope you'll give up and go away

macman

Symbio come up on CEC as my cheapest option for an electricity switch (from YE via SP): having read this, I think I'll be looking elsewhere...Neon Reef probably.

rp1974

Yes becoming and more particularly remaining a Symbio customer cannot be recommended for the fainthearted.
Fine when things go as expected,absolutely the worst if any kind of issue,however trivial arises.
Quite a challenge to get anything resembling a meaningful response from them the majority of the time.